Apex Manufacturing

Enterprise · Industrial Manufacturing · £186,000 ARR · Owner Keyur Jolapara

-15 ptsStaleLow confidence

Lifecycle stage: Onboarding
Renewal: 13 Nov 2026 (62 days)
Last contact: 34 days ago
Last refresh: 8 days ago
Previous score: 45/100
Assessment confidence: Low

Health assessment may be unreliable because one or more signals are outdated. The score itself has not been reduced — only confidence.

Customer context

Customer goal: Replace spreadsheet-based production reporting across four plants within the first contract year.
Original purchase reason: Bought after a failed internal build; needed plant-level reporting the operations board could trust.
Primary use case: Production downtime reporting and shift-level quality tracking.
First-value milestone: First automated downtime report signed off by plant operations — not yet achieved.
Current success milestone: Plant 2 data feed validation (8 weeks behind plan).
Executive sponsor: Diane Fletcher, COO (disengaged)
Day-to-day champion: Marcus Reed, Operations Systems Lead
Stakeholders: Plant IT lead, Quality manager, Procurement
Contract start: 07 May 2026
Renewal date: 13 Nov 2026
Expansion potential: None until onboarding recovers. Focus is renewal defence.
Main blocker: Onboarding 8 weeks behind, sponsor disengaged, critical ticket open, renewal in under 90 days.

What changed?

Product adoption 46 → 31 (-15)
Business outcomes 38 → 28 (-10)
Customer engagement 52 → 30 (-22)
Support experience 44 → 34 (-10)
Customer sentiment 45 → 30 (-15)
Score has declined every month since kickoff as onboarding slipped and the sponsor withdrew.

Why this matters

Onboarding 8 weeks behind, sponsor disengaged, critical ticket open, renewal in under 90 days.

£186,000 ARR renews in 62 days. Recommended next action: Escalate internally and request a joint recovery review with the COO within five working days.

Five signals

Product adoption

-15 pts

31/100

Previous 46 · Weight 30% · Contribution 9.3 pts

• Weekly active users decreased 28% over the last 30 days
• Only 2 of 5 key features are in use across the four plants
• Plant 3 and Plant 4 have never logged in

StaleLow confidenceProduct analytics (weekly sync) · 8 days ago

Business outcomes

-10 pts

28/100

Previous 38 · Weight 25% · Contribution 7.0 pts

• Zero of two agreed onboarding milestones achieved
• No first-value event recorded 128 days after contract start
• Downtime baseline still not agreed with operations

StaleLow confidenceSuccess plan (manual) · 8 days ago

Customer engagement

-22 pts

30/100

Previous 52 · Weight 20% · Contribution 6.0 pts

• Executive sponsor missed two consecutive steering reviews
• No customer contact in 34 days
• Champion replying to roughly one in three emails

StaleLow confidenceCRM activity log · 7 days ago

Support experience

-10 pts

34/100

Previous 44 · Weight 15% · Contribution 5.1 pts

• One critical data-ingestion ticket open for 21 days
• Two further tickets breached first-response target

FreshHigh confidenceSupport desk · 20 hours ago

Customer sentiment

-15 pts

30/100

Previous 45 · Weight 10% · Contribution 3.0 pts

• Last meeting sentiment recorded as negative
• Champion described the rollout as 'stalled' in writing

StaleLow confidenceCSM meeting notes · 8 days ago

Six-month health history

Score has declined every month since kickoff as onboarding slipped and the sponsor withdrew.

AI risk analysis

Deterministic, context-aware analysis generated locally from this account's signals — no external API. The service layer is isolated so a real model can be connected later.

Recommended actions

Next 7 days

• Re-open the relationship: send a short, specific outreach to Marcus Reed referencing their stated goal, not a generic check-in.
• Get a dated engineering commitment on the open high-severity issue and share it with the customer in writing.
• Request a 20-minute sponsor reset call with a single agenda item: the recovery plan.
• Re-baseline the onboarding plan with named owners and dates for every open blocker.
• Book a value-evidence session to agree the baseline and the metric owner.

Next 30 days

• Publish a one-page value summary the customer can circulate internally before renewal.
• Prepare the renewal pack: evidenced outcomes, open risks, and a named decision-maker (62 days out).

Support issues

APX-4412 · Critical · Open · 21 days
Plant 2 ingestion pipeline dropping shift records
APX-4478 · High · Open · 9 days
Downtime report export times out

Activity timeline

No recorded activity yet. Log a touchpoint, draft a re-engagement message or add a task and it will appear here.